Steven Hacker Email & Phone Number

Columbus, OH, US

Designs, develops, implements and manages Tosoh Group America companies' information technology processes, systems, infrastructure, and application requirements. This includes providing and supporting IT Services and metrics for TGA companies requiring the use of technology systems, processes and infrastructure. Establishes and maintains value-based.

Merrillville, IN, US

I was the primary liaison between NiSource and our Infrastructure service providers to make sure that they meet their contractual commitments in the areas of the Service Desk, End User Computing, Mainframe, Disaster Recovery, and the ServiceNow platform. I started by working with a multi-vendor team to implement all the ITSM modules of ServiceNow.

Columbus, Ohio, US

As the primary manager of the IT Service Center, I handled service desk functions, multi-tiered support, and operational project management. I managed 25+ reports as well as many other tasks: representing help desk interests in projects, implementing a better hardware lifecycle management process, managing the replacement of aging hardware in the stores.

Cincinnati, Ohio, US

I worked on the third deployment phase of NiSource's Financial Transformation project. This deployment focuses on simplifying their financial systems and processes by enabling the use of one General Ledger and reducing the number of applications and interfaces required to conduct their business. Focusing on testing and migrating 46 applications/databases.

El Segundo, CA, US

• Support an outsourcing contract at the Huntington Bank that performs desktop support, incident coordination, project management and staff augmentation as I manage a team of 50+ people across multiple states.
• Increased efficiencies within the desktop support team and incident coordinators by more focused training and re-organizing the teams to better fit the needs of my organization.
• Provided better monthly and quarterly reporting to the customer.
• Collaborated with the OS support team and the Huntington Service Desk to work better between our respective teams.
• Within PCM, I am working on the committee focused on the process to bring in New Hires within the company - from suggesting appropriate interview questions, establishing the process for a manager to follow to hire, and.

Managed and helped to redesign the church WordPress website; provided and updated content for the site; added new features and worked with other team members to modify the site for their specific uses.

Armonk, New York, NY, US

• Delivered server and / or Operating Systems (OS) support for 11 commercial accounts in multiple cities with team of up to 54 System Administrators. Met Service Level Agreements. Oversaw or contributed subject matter on.
• Lead role in IBM’s LEAN Wave 2 initiative. Merged 10 first line manager teams into 1 cohesive team after reducing 15% of the staff. Created new processes for each of the 3 separate sub-teams and handled escalations.
• Increased efficiencies up to 8% by co-leading Productivity Optimization Team which implemented technical and process enhancements.
• Managed phased transitions of multiple domestic service accounts to global service teams from India, Brazil and Argentina, with minimal impact to customers and productivity.
• Developed second line management reporting for risk management. Led weekly meetings and reviewed status, ensured timely completion of items without any overdue items for 14 months.
• Increased number of successful audits by 50% as management focal point for security compliance and Corporate / PCI / SOX audits.

Redesigned and managed the church website; provided and updated content for the site; added new features and worked with other groups modify the site for their specific uses.

Monroe, LA, US

• Delivered server and / or OS support for 470 servers in multiple cities with team of up to 50 System Administrators. Managed staff including hiring, performance reviews, mentoring and individual development.
• Designed and implemented processes, ensuring efficient use of people and technology in support of SLA and operations goals.
• Managed server modifications during 2 year company merger, without business impact.
• Planned and implemented updates of hardware / operating systems of most critical database server (along with over 30 related applications / database servers), without impact to the business.
• Collaborated with other teams, in building a change and problem management flow that lowered human error and increased efficiency.

Lewis Center, Ohio, US

• Delivered server, OS, hardware, and major software consulting services for many commercial accounts across Columbus, OH and the Eastern seaboard.
• Supervised migration of over 200 UNIX servers from Fibre Channel network to Fast Ethernet, with no downtime during the 6 month project.
• Achieved a high of 95+% customer satisfaction rating by consulting with clients in installing or repairing enterprise hardware / software.
• Updated Novell server network for a major client in multiple cities, with no downtime.

Hilliard, OH, US

• Supervised up to 23 telephone technical support representatives supporting hardware and software products sold nationwide.
• Installed and maintained Novell 3.12 / 4 and Windows NT network, including hardware, users and print queues, resulting in greater team efficiencies.
• Increased call efficiency over 25% by developing documentation, call processes, and reporting for relatively new help desk. Collected statistics on each representative and created training plans for improving.
• Supervised office move, ensured all desktop computers and network printers configured and running within 3 business days.

Bachlors, Psychology, Computer Science

Computer Science